Ofa Floyd
Credit Union 1
Anchorage,AK
9
years of professional experience
Experienced credit union professional with nearly four years of experience supporting member operations, account servicing, and complex member requests. Skilled in operational support, account research, transaction processing, and assisting teams with accurate,timely solutions. Brings additional leadership and customer service experience with a strong focus on compliance, problem solving and member experience.
Work History
Senior Member Services Representative
3 Years 8 Months- Process complex member requests including account maintenance, ownership updates, account servicing, and specialized operational support while ensuring accuracy, compliance, and timely resolution.
- Research and resolve member inquiries by reviewing account records, statements, loan documentation, transaction history, and internal systems to provide accurate solutions.
- Support frontline employees and branch staff with operational requests, wire verifications, card servicing, digital banking support, and account research requiring additional review.
- Utilize systems including Scimitar, OnBase, Synapsys, Asana, and Secure Message Center to complete workflow requests, document member interactions, and maintain accurate account records.
- Perform account maintenance, process service requests, and troubleshoot complex member issues while protecting confidential information and following credit union policies, BSA/AML, and OFAC requirements.
- Collaborate with multiple departments to resolve escalated member concerns, improve operational efficiency, and deliver consistent, member-focused service.
- Assist with onboarding and supporting team members by answering questions, sharing operational knowledge, and helping maintain consistency across the Member Service Center.
- Participate in volunteer events and cross-department collaboration, including shadowing the Fraud department to strengthen knowledge of credit union operations and member protection.
Cataloger
6 Months- Created and maintained online listings by photographing, researching, and accurately documenting items for auction.
- Verified item details, descriptions, and records to ensure accurate information was provided to customers.
- Supported auction events and estate sales by assisting with setup, organization, customer questions, and day-of operations.
- Managed multiple tasks in a deadline-driven environment while maintaining attention to detail and accuracy.
- Assisted with customer service needs and operational support during auctions and special events.
PAWN BROKER
1 Year 8 Months- Evaluated items for collateral value and processed customer loan transactions while following company procedures and maintaining accuracy.
- Assisted customers with payments, account questions, and loan services while providing professional and solution-focused support.
- Reviewed customer information, completed required verification steps, and maintained accurate documentation.
- Managed cash transactions, records, and daily operational tasks while meeting company expectations.
- Resolved customer concerns by explaining options and providing timely assistance.
Store Team Leader
3 Years 7 Months- Oversaw daily store operations while providing excellent customer service and ensuring a positive customer experience.
- Trained and supported employees on procedures, customer interactions, and daily responsibilities.
- Managed transactions, handled customer concerns, and assisted with problem resolution in a fast-paced retail environment.
- Maintained inventory accuracy, organized merchandise, and supported operational processes to keep the store running efficiently.
- Assisted with scheduling, team coordination, and ensuring company standards were consistently met.
Education
High School Diploma
Skills
Member service & relationship building
Account servicing & Financial Transactions
Digital Banking & System Navigation
Problem Resolution & Research
Call Center Operations
Quality & Accuracy Focus
Policy & Procedure Compliance
Confidential Information Handling
Process Testing & Improvement Support
Peer Support & Training Assistance
Time Management & Organization
Written & Verbal Communication
Adaptability & Learning New Systems
Wires
SMC
and Asana
Timeline
Senior Member Services Representative
Credit Union 1
11.2022 - CurrentRead More
Cataloger
Alaska Premier Auction
05.2022 - 11.2022Read More
PAWN BROKER
CASH AMERICA PAWN
11.2020 - 07.2022Read More
Store Team Leader
POLAR BEAR GIFT SHOP
04.2017 - 11.2020Read More
WEST HIGH SCHOOL
High School Diploma
Read More